Determinants of Patient Satisfaction in Hospital

Siwi Anggraini Sulistyo1), Didik Tamtomo2)Endang Sutisna Sulaeman1)


1)Masters Program in Public Health, Universitas Sebelas Maret 2)Faculty of Medicine, Universitas Sebelas Maret



Background: Quality of healthcare can be measured by observing its structure, its processes, and its outcomes. Patient satisfaction is an important measure of healthcare quality. Patient satisfaction is correlated with important outcomes, such as superior compliance, increased utilization of medical services, less malpractice litigation and better prognosis. This study aimed to examine determinants of patient satisfaction in hospital.

Subjects and Method: A cross sectional study was carried out at 4 hospitals in Sleman, Yogyakarta, from March to April 2019. A sample of 200 inpatients was selected by proportional random sampling. The dependent variable was patient satisfaction. The independent variables were accreditation status, quality of health care, length of stay, health financing, employment, age, and gender. The data were collected by questionnaire and analyzed by a multiple logistic regression.

Results: Age ≥18 years (b= 2.34; 95%CI= 0.33 to 2.50; p= 0.023), male (b= 1.02; 95% CI= 0.08 to 1.96; p= 0.034), length of stay ≥3 days (b= 0.99; 95%CI= 0.043 to 1.95; p= 0.041), independent health financing (b= 1.50; 95%CI= 0.47 to 2.53; p= 0.004), good quality of health care (b= 3.42; 95% CI= 2.31 to 4.53; p<0.001), and good accreditation status (b= 3.33; 95%CI= 2.12 to 4.54; p<0.001) increased patient satisfaction. Patient satisfaction decreased with employment status (b= -1.37; 95%CI= -2.32 to -0.41; p= 0.005).

Conclusion: Age ≥18 years, male, length of stay ≥3 days, independent funding source, good quality of health care, and good accreditation status increase patient satisfaction. Patient satisfaction decreases with employment status.

Keywords: patient satisfaction, accreditation status, quality of health care

Correspondence: Siwi Anggraini Sulistyo. Masters Program in Public Health, Universitas Sebelas Maret. Jl. Ir. Sutami 36A, Surakarta 57126, Central Java. Email: Mobile: 082330049892


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